Research and identify solutions to software issues
Diagnose and troubleshoot technical issues, including account
setup of PSW portal.
Ask customers targeted questions to quickly understand the root
of the problem.
Track PSW system issues through to resolution, within agreed time
limits.
Talk clients through a series of actions, either via phone
(Inbound/Outbound) or email, until they’ve solved a issue.
Properly escalate unresolved issues to appropriate internal teams.
Refer to internal database or external resources to provide
accurate tech solutions.
Ensure all issues are properly logged.
Prioritize and manage several open issues at one time.
Document technical knowledge in the form of notes and manuals.

Monitored and online troubleshoot OF FTTH based connections
including the handling and rectification of
the issues and complains regarding it.
Utilized various remote tools to conduct troubleshooting for
helpdesk.
Monitor Network management system (NMS).
Worked on OTRS ticketing system to address customer’s network.
Available to work on shift patterns where required.
Communicate effectively with customers and having Technical
proficiency in windows networking.
Build and maintain solid working relationships with the members
of the team.
Keep all the ongoing cases documented and up to date in the
case management system
Manage time and prioritize effectively while working multiple
issues for multiple customers.
Ensuring smooth internet connectivity to clients

Data Entry,Composing,printing etc